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Complaints

Sometimes, no matter how hard we try, things go wrong. On
the rare occasion that it does, we're at the end of the phone 24
hours a day.

If we can't resolve a problem then we will make sure we deal
with your complaint fairly - as we would expect to be dealt with
ourselves.

We believe that our guests are our most powerful marketing tool;
our best brand ambassadors. 35% of our new business comes via word
of mouth, so it's incredibly important to us that our guests have a
great stay.

Thankfully we rarely receive a complaint, but on the odd
occasion that we do, here's how we will handle it. There are three
potential stages to the procedure but we aim to deal with
everything at stage one.

We will try to deal with the complaint on the spot (either in
person or over the phone) when it is straightforward and easy to
resolve.

For more complex complaints, we will carry out a thorough
investigation and where we have made a mistake, we will acknowledge
it and try to make it right.

If the complaint is about something outside of our control, we
will advise on how the issue can best be taken forward and, if
appropriate, take the matter up on your behalf.

We will summarise all our actions in writing (via email) to
you. We will acknowledge receipt of all complaints by email within
24 hours, but normally within the hour, and also aim to deal with
them fully within that time. If we can't deal with the problem
within the first 24 hours we will always advise on how long we
think it will take.

Internally, all complaints and issues are logged. We always
investigate what led to the problem to see whether there is
anything we can do to avoid a similar problem arising again. We
hold monthly meetings and go through any issues that have arisen as
a standard part of our meeting agenda.

Stage two If you are unhappy with the response you have received
please contact the Managing, Tracey Stephenson on 0121 285 1250 or
email tracey@stayingcool.com. Tracey will review the complaint and
come back to you within 48 hours.

Stage three If you are still not happy with our response, then we
suggest that you contact Quality in Tourism, the organisation that
awards our star ratings. You can contact them on: